Suite and Sour
 

After 164 nights in 2003, I finally got a suite upgrade. But it was easy. I checked into the Tysons Corner Marriott on Thursday 8-7. At the check-in counter, I noticed that an Express Check-in folder was already made prior to my arrival. I asked the clerk if I was getting the best room available. He did some key strokes on his computer and after a few moments, he torn the old key holder and filled out a new one with a different room number. I thought….things are looking pretty good.

I got off the elevator and walked….and walked and finally reach the end of the hallway. Got in the room and realized the room was exactly the same as the one I had last week. Before unpacking, I took out my computer, logged into the Marriott web site and checked what was available for the same period of time. I wasn’t surprised to find that Junior Suites and Executive Kings were available.

I did a screen print of the reservation page, with the computer I went back to the check-in counter and asked to speak to a manager. I explained to the front desk manager on Platinum benefits and my expectation on getting the best accommodation available. Below was the conversation between the manager and me.

Me: I am a Platinum member, why wasn’t I offered the best room available?
Him: We already upgraded you to the Concierge floors.
Me: That wasn’t my question. Suites are available as indicated on this reservation page.
Him: We are anticipating a sellout the next few days. I cannot give you the suite. However, if you would like to pay for the different I will be more than happy to change your room.
Me: The Platinum benefit said I should be upgraded to the best accommodation without additional cost. Would you like me to show that page on the web to you?
Him: No. That only applies if we do not anticipate a full hotel. I can only give you the suite if you pay the different.
Me: The way I interpreted the Platinum agreement, if the suite is not reserved and is available during the length of my stay, you guys are obligated to give me that suite. Is the hotel general manager still in now? (It was 5pm.)
Him: No he is already gone for the day.
Me: Can you call him to confirm my right? I am surprised that you, as a manager, not knowing your obligation to your customers.
Him: I will make the call. (He walked to a room behind the wall and returned a few minutes later.)
Him: I am going to go ahead and give you the junior suite. But I talked to the MarriottReward secretary and she told me you are only entitled to a one category upgrade. (He handed me the new key.)
Me: I know what I am entitled. She is wrong in telling that. I will print a copy of the Platinum benefits and give you a copy when I have a chance.

The suite was nice but it sort of have a sour taste to it.

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[This message has been edited by socrates (edited Mar 23, 2004).]

laptop9999 you have my admiration. You also have my thanks, as a Marriott platinum, for calling this hotel on its failure to comply with the program. Your posting, and recent others, makes me despair as to whether Marriott really cares whether its properties comply with the program or not. Maybe Marriott feels its enough if it can advertise the benefit, and irrelevant whether the hotel, in fact, provides the benefit. Your treatment was unacceptable but, unfortunately, typical at so many Marriotts. If Marriott insisted that its properties comply with the program, under penalty of being removed from the program, I'm guessing there would be a change. What these hotels count on is that most often we will be too tired or occupied to take the time to call the hotel on its refusal to comply with the clear rules of the program. Again, my thanks for taking the time to do this.

When I was staying at Marriott Rancho Cordova (Sacramento) every week last year, I never received suite upgrade even when the web site showed availability. One time, I told them upon checking-out..."If I don't get suite upgrade next week, I am moving to Sheraton" Next week...a suite room accidentally showed up and I was assigned. After the week, I was back to Executive Floor room again and again.

Suite upgrade itself is not a big thing, but I did not understand why they don't comply the program policies and provide something we are entitled. I gave up and moved to Sheraton.

On the other hand, Starwood hotels are very good (in general) at delivering their platinum member benefits, and suite upgrade is given with no battle. The Starwood corporate also takes initiatives and monitors - make sure each hotel complies the SPG policies and procedures.

I just do not see this kind of strong commitment from Marriott HDQ - when it comes to the best room available upgrade (incl. suite) for their platinum members.

I am interested in hearing what MR program executives think about it...

Why not just fill them and make everyone happy?

I think all of us Platinum members should treat hotels in the manner described above and maybe they will learn a lesson. I think Marriott brand hotels go out of their not to upgrade Platinum members to suites. However, I have found them to be good at upgrading to the conceirge floor though. But in reality there is nothing different about a conceirge room other than mouthwash and bath gel. I could give a hoot about those amenities.

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[This message has been edited by socrates (edited Mar 23, 2004).]

As always, thanks for your response Socrates.

Yes! Thank you. I'm happy to see that I am not the only one pulling my hair out with the upgrade gaurantee. I've pasted a copy of the letter I am sending to Mr. Marriott today regarding a similar experience.

TO: Mr. J.W. Marriott
1 Marriott Drive,
Washington DC 20058

CC: GM; Marriott Mission Valley, 8757 Rio San Diego Drive, San Diego CA 92108
Guest Services, 310 Bearcat Drive, Salt Lake City, UT 84115-2544

8 August 2003


Dear Mr. Marriott:

I’m writing to relay a serious concern which I have about the Marriott Mission Valley Hotel at San Diego California and the elite benefits guarantee in general.

Let me begin by stating that since I’ve begun traveling for business 14 months ago, I’ve stayed approximately 105 nights with Marriott hotels. I have several more reservations with Marriott brands this fall, including ten nights in Singapore and a week in Orlando.

Upon arriving at San Diego airport on 3 August, I phoned the Marriott Mission Valley hotel and I spoke with Adam at the front desk. I did not identify myself, but simply asked if there were any suites available for the week. He replied that there was one suite available for the night of the 3rd, and then he could move me to another suite for the remaining 3 nights. He said that the rate was $250 per night and asked would I like to make a reservation. I replied, “no thanks” and I hung up. Ten minutes later, I arrived at the hotel with my bags and proceeded to check in. Adam pulled up my reservation and began to present me with the keys to the room. I asked him, “Is this a suite? Because you know as an elite member, I believe that I’m entitled to an upgrade if available?”, In fact, I said, “I really don’t mind moving rooms if necessary to stay in a suite each night.”. Adam looked me straight in the eye and said there are no suites, available. I was floored. I asked again, “Please check again.” Next, Adam pushed it further, by saying, “the hotel is completely sold out for the week and all of the suites are booked”.

I asked to speak with a manager, and Robert came out to the front desk. I told Robert that I had been lied to and I explained the entire situation. I told him that Adam had lied to me, because I had spoken with Adam on the telephone not more than ten minutes ago to confirm that there were suites available, yet upon arriving at the hotel he tells me that everything is sold out. Robert countered that they don’t normally do these kinds of upgrades, at which point I pulled out the elite benefits guarantee which I had printed from the Marriott.com website. I told him that I am not asking for a favor here, this is supposed to be Marriott’s policy. The upgrade should be automatic if it is available.

Next as Robert began to tap the keyboard to find a room, Adam glared at me. He seemed to be approximately the same age as me though a bit larger in build. I felt certain that he was upset at me for telling his boss about the situation and that he would like to step outside into the parking lot with me. In short, I felt threatened.

Robert did put us in a suite that night. In the morning, I still felt unsafe about Adam and the knowledge that he had a key to my room. (Also, my fiancé had accompanied me on this business trip and given the experience at check-in and Adam’s threatening demeanor, I did not feel that the hotel was secure enough to leave her alone while I was at the office.) Thus, the next morning we checked-out and spent the remaining 4 nights at a different hotel.

In addition, I had a similar elite benefits guarantee mishap at the Renaissance Hollywood in June (though, thankfully at this location the check-in girl was not a threatening liar, just simply a liar). I submitted a letter regarding that incident via the Marriott.com website. Unfortunately I did not receive a response from the Renaissance Hollywood.

Mr. Marriott, I refuse to play this “ah ha gotcha game” ever again with one of your hotels. The truth is that the elite benefits guarantee is an empty promise. In fact, when I pay for a service which not delivered upon, my friends in law school would call that a “breach of contract.”

Now I have several more upcoming stays at Marriott hotels, including the business travel mentioned above. I’ve even booked my honeymoon in September at the St. Kitts Marriott Resort. At this time, I do not plan to change these reservations, however, I assure you that unless I see a marked improvement, I will move my business elsewhere. This is the last letter I will write to your company. Next year, I will voice my displeasure with my wallet and my company's travel account. I am confident that Hilton or Starwoods Hotels would welcome my business.

Sincerely,

This Plat, after 80-90 nights last year, has taken a different approach: stay elsewhere. I'm down to ~10-15 nights this year, and much happier not to be denied a suite upgrade every week.

Staying at non-Marriott hotels sends a much stronger message than any letter, IMO.

-Zombie-

Well, I had about 100 nights at Marriott and 50+ at Starwood last year. This year (YTD)...90+ at Hyatt & Starwood combined and 4(!) at Marriott.

I still have 50+ nights until the year end, and it will be most likely at either Starwood or Hyatt.

My suite upgrade ratio st Starwood is 80-90% with no battle with front desk personnel. Even at Four Points by Sheraton - which is equivalent to Courtyard - they recognize Platinum benefits and give suites with no negotiation. Unfortunately, MR Platinum member treatment at some Courtyard that I stayed in the past was joke.

Marriott properties located overseas treat us better, but are still very tight about suite upgrade. Why do they need to protect suites that much???

So is it definitely Marriott's policy that a 'suite' is the same thing as a 'room'? Because I guess if they see the two as different, then they'll say 'we are providing the best 'room''.

Just a question - if they really do mean that you get a suite, then they're really messing things up big time. As a platinum, I've only twice gotten a suite and since I've done a lot of one-night stays, I'd bet plenty of other times the suite was available.

Anybody out there want my Platinum card? Maybe you could scratch out my name and pencil yours in. http://www.flyertalk.com/forum/wink.gif Seriously though, I don't need it cuz I've only got 24 stays this year and the specific reason I've cut down and will only stay at Marriott when I HAVE to is not because I don't get an upgrade. It's because I know that the front desk is LYING to me about not having an upgrade available to give me. I write this from 4points Sheraton in Charlotte only because Marriott thinks it's OK to lie to me. It is not. http://www.flyertalk.com/forum/mad.gif And you know what, it's too late to get me back by saying "We contacted all our hotels and told them to give you people (Plats) the upgrades they were supposed to give you all along".
C YA

A platinum is only promised 3 things others are unrequiored bonuses.

1- Prefered room type, smoking, non smoking and bed prefrence.

2- Concerage(sp) accsess except on weekends.

3- Platinum Amnenity

Thats it

NO, I'm afraid you are WRONG. I assume that I am promised the above three things but you forgot the fourth - 4. We won't LIE to you. I think this is part of the deal, maybe I'm wrong. All you Plats out there - Is it OK for Marriott to lie to you about a better room not being available? I'm not talking about a full hotel in the middle of the week but a Marriott on the weekend, with a half full parking lot at midnight and no one in lobby. And then you look on the website and they'll book you a suite or even worse, they try to SELL http://www.flyertalk.com/forum/mad.gif you a suite upon check in. Plats out there - is this OK with you? We weren't told we would have to 1. pay for a suite upgrade or 2. we would have to BEG for an upgrade.